Assistant Technical Support Manager

🕒 June 16

🏄 California, Colorado, +5 more states – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🌽 Illinois – Remote 🎰 Nevada – Remote 🌲 Oregon – Remote 🏰 Missouri – Remote

💵 $27 - $30 / hour

⏰ Full Time

🟠 Senior

🔴 Lead

🧑‍🔧 Technical Customer Success Manager

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Race Communications

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1994

📡 Telecommunications

👥 B2C

🛍️ eCommerce

Telecommunications • B2C • eCommerce

Race Communications is a telecommunications company that provides high-speed internet and communication services to residential and business customers. They focus on delivering reliable broadband solutions, enhancing connectivity across various regions.

📋 Description

• Assist in leading and supporting technical support representatives through coaching, mentorship, and daily guidance • Reinforce performance expectations, technical standards, and departmental goals • Provide real-time support and feedback on performance challenges and complex technical scenarios • Support training programs, new-hire onboarding, technical coaching, and continuous learning • Act as a secondary escalation point for complex technical issues, service disruptions, and system concerns • Resolve escalated tickets and monitor support interactions for quality and adherence to standards • Monitor ticket queues, coordinate workflows, distribute workloads, and support service-level targets • Handle technical tickets during high-volume or critical periods • Identify process improvements, support new tools and systems, and address workflow bottlenecks • Collaborate with Engineering, Network Operations, Field Services, and other internal teams • Track and analyze KPIs including response times, resolution times, and service reliability • Support operational reporting to leadership • Maintain troubleshooting documentation, knowledge-base content, and internal technical documentation • Coordinate high-impact service issues and communication across teams • Identify recurring technical issues and at-risk accounts to improve reliability and retention • Partner with customers and cross-functional teams to resolve technical concerns and strengthen relationships • Supervise team members, including interviewing, hiring, training, work assignment, performance evaluations, recognition, discipline, and conflict resolution • Ensure policy, payroll, regulatory, and technical-support compliance • Perform additional duties as required

🎯 Requirements

• Must be eligible for US employment without sponsorship • Minimum 18 years of age • High School Diploma or GED required • Bachelor’s degree (B.A./B.S.) or equivalent education in a related field preferred • 3–5 years of technical support experience within the telecommunications industry preferred • Leadership or supervisory experience in a support environment preferred • Strong understanding of customer service processes, technical troubleshooting, and industry best practices • Proficiency in customer relationship management (CRM) software • Ability to manage competing priorities in a fast-paced technical environment • Ability to work nights, weekends, holidays, and overtime as needed • Effective English speaking, reading, writing, and comprehension • Spanish language proficiency desirable • Proficient use of MS Office, including Teams, Word, Excel, and PowerPoint • Proficiency with teleconferencing applications • Functional use of common office equipment, computers, and office software • Ability to reside in California, Colorado, Florida, Missouri, Nevada, Oregon, Indiana, or Illinois for remote employment

🏖️ Benefits

• 100% company-paid medical and dental insurance starting the 1st of the month following your start date • PTO (vacation, sick) • 11 paid holidays • Paid birthdays • 401k matching (4%) • Free fiber internet service for all employees living in the service area • Growth potential, promotions, and new challenges • Competitive base salary • Occasional travel to and work from other Race offices or off-site locations may be required • Tight-knit, collaborative culture built on integrity, mutual respect, and shared purpose